Unit 1 Operations Management (OM):Definition, history, industrial and IT revolution (ERP); tangible and service products continum, employment shift from agriculture, manufacturing to service; customer orientation; basic process formats on product volume-variety graph; concept of raw process time, critical WIP, bottle neck thruput and cycle-time with example of Penny-Fab-1,2; Little’s law, best and case performance, thruput and cycle time formula in practical-worst-case; criteria of performance, worst decision area, business strategy, environment scan, SWOT, Porters’ five forces, core competency, competitive priorities of cost, quality, time and flexibility, order winners; production strategy of Make To Order-MTO, MTS and ATO (assemble to order); productivity, standard of living and happiness.

Unit 2 Product:-Life Cycle and PLC management; design steps, evolution and innovation, traditional v/s concurrent design, form and functional design, simplification and standardization, differentiation/ mass customization, modular design, design for mfg and environment (DFM, DFE), technologies used in design. Service characteristics and classification based on people-things v/s direct-indirect service actions, service triangle of customer, provider and system; technical and functional (delivery) service quality and other service performance factors, Valerie’s service quality model; globalization of services.